We had been using Platinum Air since 2012 and have spent over $36,000 with them, including $24,750 in July 2021 for two new heat pump systems. What has followed has been four years of frustration, misdiagnoses, leaks, water damage, safety issues -- and ultimately, being dropped as a customer when I let them know I felt it was important to inform the community about what we had gone through. July 2021 - New System Installed, Immediate Problems Two heat pump systems were installed. Britain was helpful in recommending them for our solar setup. However, they didn't cool from the start. After multiple sweaty nights, a tech finally returned July 29 and said the issue was missed settings from install. August 2022 - Freon Leak and Ongoing Cooling Issues The main floor unit again wasn't cooling. They diagnosed a Freon leak but didn't locate it. We paid $300 for sealant and more Freon. The upstairs unit--previously fine--also stopped cooling. The issue? The same install settings had again been missed. July 2023 - Freon Again & Water Damage The downstairs unit again wasn't cooling due to the leak. No charge that time, as they were also repairing a roof leak from a garage heater vent they'd installed. That vent continued leaking until this year, though they told me to call a roofer--despite it being their install. June 2024 - Freon Again Same unit, same problem. They offered to waive charges if we signed up for their maintenance plan. We did. June 2025 - Same Freon Leak, New Tech, Finally an Answer Again, no cooling. A new tech identified a manufacturer defect in the outdoor unit. They said they'd contact Goodman. A week later, they called on the way to the appointment to tell me I'd need to pay $750 for the replacement. I was stunned. They said their warranty only lasted 12 months, and since our first Freon problem was reported at 13 months, it wasn't covered (my new HVAC company has a 10-year parts and labor warranty). We had been out of town that summer. Plus, a manufacturer defect means it was faulty before it was installed. Serious Safety Issues with the Attic Unit: We'd get a random terrible smell from the upstairs returns for the last few years. I assumed it was a dead animal but then it would quickly go away. I paid $1,000 for a commercial duct cleaner due to our high ceilings. They found no animals--but sparks shot from the wiring when they turned the unit back on and there was a code on the unit they weren't familiar with. The cleaning company sent an HVAC tech who: -Identified the code as normal -Said the wiring was NOT up to code and we were lucky it hadn't started a fire -Noted it was missing a condensate trap, which explained the smells He kindly fixed the wiring. In March, Platinum installed the missing trap. No smells since. Water Damage & Denied Responsibility: Two weeks ago, the upstairs unit began leaking through our ceiling and wall. Platinum said the unit was tilted and not draining. They fixed the platform, but denied responsibility, blaming other contractors. No one else had been in our attic this year except their tech in March--who worked on the DRAIN and said nothing about tipping. Rental Property Issue: They also replaced the HVAC system in our Draper rental in 2021. A duct cleaning company later found the filter housing wasn't sealed, so dirt bypasses the filter entirely. They had to brace it with a five-gallon bucket to try to keep the panel closed. I didn't even call Platinum about this because I didn't have time to deal with it. False Claim of Verbal Abuse: I expressed frustration to the tech on the phone (I was crying) about the $750 charge to replace the defective unit. They later claimed I was verbally abusive. That is absolutely NOT true. Yes, I was frustrated--after 4 years of continual issues and another recent water leak. I had told him my frustration was not with him, but the $750 on top of everything else we had dealt with. He was very kind and professional. Frustration isn't abuse. Final Thoughts They claimed they'd "bent over backwards" for me, which floored me. I've rearranged my schedule again and again for their service calls, dealt with constant issues and temporary fixes, and stayed loyal. I never wanted them to have to come out repeatedly. Since all this, I've spoken with two HVAC companies. One (in business 38 years) was shocked and offered to testify if I take legal action. Another company said the charge for replacing a defective unit was completely unreasonable. After all of this--and nearly $40,000 paid--I feel disrespected, betrayed, and beyond frustrated. When I told them I would pay the $750 to replace the unit but planned to leave an honest review, they dropped us as customers after 12 years, said I'd need to find someone else to replace the defective unit they installed, claimed they weren't responsible for any of the drywall damage, and threatened legal action if I damaged their reputation. That says everything. read more

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They have helped us several times. And every time they are very skilled, professional and honest in what they do. They are very efficient in solving problems and their isn't a HVAC company that has more knowledge or expertise in this field. I highly recommend them to everyone and will continue to use them whenever I have a need! read more

Excellent Professional Fair Service every time. The owner, Britain, is very knowledgeable about HVAC. He has a two year degree in HVAC and a lot of experience. He studies all the latest technologies to make sure his customers are getting good products and not the latest fads. We added an air duct in the basement to circulate the cool air through the house and a continuous fan. Also added a humidifier and saltless soft water system. We have never been more comfortable. I refer him to all friends and family. I will never go anywhere else. read more

Not recommended at all. I'll keep my personal opinions out of this and simply issue the facts. 1) Took 4 months to get a brand new mini split functioning properly. Consistent push back on coming back to even look at all. After several weeks of asking and continual compliant from other sub contractors working in the house, in July in 90 degree temperatures, did they finally come back and take responsibility. 2) Installed duct work directly in front of a water heater that now all has to be ripped out given it failed city inspection. Again going back to point number 1. and the lack of wanting to take any responsibility he states I told him to do it "so call somebody else to fix it"? Not only is this completely false but logically nobody would tell someone to do something they knew with 100% certainty had to be inspected, given a building permit, but as a professional one should out right refuse to do something if they know it won't pass code. I'm am definitely not one to complain but upon thinking about this I simply do not want this to happen to someone else. There needs to be accountability and buyer's should be aware when spending nearly 10k for AC of what they are getting into. There must be full transparency for consumer's of services to stay safe. read more

We had a great experience. Not only was it an inexpensive repair, but I was totally comfortable having such a friendly and knowledgeable service person in my home. I would recommend them to anyone. read more

Made an appointment and the technician Britton came the next day and fixed the problem in ten minutes. Inexpensive and honest. I highly recommend! read more

Brittain sets the standard for what you want from a service professional. He's smart and mechanically adept. He's on top of preventive maintenance and services our air conditioning and heating systems to keep them running right and saves us money in the long run. Whenever we have a problem (and unfortunately we have had several with our builder-installed air conditioning system) Brittain figures out the best and most cost-effective means for repair. I wish all service people were as professional and dedicated to doing things right. Platinum Air is our first call and should be yours, too. read more